Customer Service Quality

ARINDAM

MITRA

Address : P.O.& Vill- Mallickpur,

Email : ************@*******.***

PS Baruipur, Kol-145

MB : 91-833*******

Objective :

Deliver quality performance and hunger to grow, using knowledge and

experiences gained in the process.

Professional Snapshot :

A result oriented Customer Service professional with over 8 years of

experience in the ITES sector.

Key Skills : Quick Learner, experience of call auditing, editing and

Quality assurance, team player, adaptability, analyzing and decision making

skills, excellent communicational and interpretational skills.

MILESTONES :

Handled US Outbound Educational and Tech-Support Campaigns as Quality

Analyst.

(ANUPAM TECHNOLOGIES )

Handled UK Outbound Survey and US Inbound campaigns as Quality Analyst.

(XPLORETECH)

Implemented linking of Tickets and Defects to the corresponding mails which

helped in improving quality and service to clients. (EREVMAX)

Worked as Quality Analyst for excellent performance as an agent. (BVNS)

Working Experience :

ANUPAM TECHNOLOGIES, Newtown, Kolkata May

2013 till date

QA : Handled outbound educational campaigns.

Experienced in editing using softwares like CoolEdit and Wavepad.

Experienced in using Cute FTP, Voice Log Management, Skype, Microsoft

Outlook.

Mentored the Subordinates/Associates and gave appropriate constructive

feedback.

Taken proactive measures to improve overall process quality. (B2C)

FUSION BPO SERVICES, Park Circus, Kolkata

Jun 2012 till May 2013

QA : Handled outbound and inbound campaigns, coaching and feedback through

mail, call calibration on Skype, generated reports (PIP, Campaign Audits,

Weekly feedback, Escalations)

Mentored the Subordinates/Associates with appropriate and constructive

feedback.

Taken proactive measures to improve overall process quality. (B2C)

BELLOVISTA TECHNOLOGIES, Taratala, Kolkata Jan

2012 till Apr 2012

Shift Supervisor : Handled inbound technical escalations, provided email

and chat support. (B2C)

EREVMAX TECHNOLOGIES, Rajarhat, Kolkata March

2006 till Jun 2008

CSE : Handled inbound calls to troubleshoot technical and updation issues

of RateTiger. (B2B)

Configured travelsites like Expedia, Lastminute, HRS, Travelocity, CentralR

and Hotelsites like Amadeus and CRS like Synxis-Redx, Hubx for their

updations in RateTiger for Rates, Availability, Stop-sell or Stop-loss for

clients in US, Europe, Aus, Hongkong, UK. (B2B)

BVNS, CBD Belapur, Navi Mumbai

June 2002 till Jan 2006

QA : Worked as a Quality Analyst for a period of 4 months for T-Mobile and

3.

CCE : Achieved 1 spd (T-Mobile and 3 Outbound) for UK. (B2C).

Trainee CCE : Achieved 4 spd in lead generation campaign for UK Mortgage.

(B2C) .

Educational Recognitions :

Prafulla Chandra College (South City Night), Golpark, Kolkata :

1996 till 2001

B.Com (Hons.) from Calcutta University in 2001 (49.54%).

Higher Secondary (Commerce) from West Bengal Board in 1998 (52.3%).

Elected by SFI as Game Secretary in 1998.

Stood 2nd in Inter College Music Competition held at RG Kar in 1996 (SABDIK

`96).

Hartleys High School, Sarat Bose Road, Kolkata

Till 1996

Passed Secondary Examination from West Bengal Board in 1996 (54.44%)

Represented the school in Cricket in 1994 and 1995.

Personal Details :

Hobby : Gardening, Internet Surfing and Reading books.

Languages Spoken : English, Bengali and Hindi.

Date :

Place : KOLKATA

(Signature)

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